NRG nominated for Customer Experience Awards 2022

NRG is nominated for a Customer Experience Award in the category Biggest Riser by Integron, a large research company in Rotterdam. NRG was chosen out of 220 customer surveys, done by Integron, on the basis of the highest raise in average customer satisfaction score and the highest Net Promotor Score (NPS) compared to last year.

The NPS is a measure used to gauge loyalty, satisfaction and enthusiasm with a company and is calculated by asking customers: “On a scale of 0 to 10, how likely are you to recommend this company to a friend of colleague?” NRG’s NPS rose from 17 in 2020 to +35 in 2021.

Single point of contact

Until eight years ago NRG was a scientific institute. Since then it has moved to a more commercial entity. During this period customer communication was a major point of interest for NRG and much effort was put into creating a single point of contact for all customer inquiries.

Other improvements to the customer experience were made by implementing communication training for account managers and client service managers, improving the complaint process and increasing the transparency for the customer, expanding customer-oriented thinking throughout the organisation and increasing the delivery reliability as the supply chain for isotopes is a vulnerable one.

1nergiek and Renewi are the other two corporations nominated in the same category as NRG. In total, 38 organizations were nominated in 15 different categories. The winners will be announced and the awards presented on the 23rd of June in Rotterdam.